ServiceNow Catalog Update: Email Ingestion and APIs

The update to ServiceNow's Penn State IT Service Catalog in Q3 2020 (September 22) will affect a number of processes and procedures related to ServiceNow, including email ingestion into ServiceNow and tickets created through the use of APIs.

There are multiple ways for ServiceNow users to connect with the tool, including email ingestion and the use of APIs.

With the updated catalog, one of the fields (Business Service) commonly used in email ingestion and tickets created via APIs will no longer be available; therefore, if adjustments aren't made, normal processes will be interrupted.

What Will Change

In the current catalog, users can refer to services (business service) or service offering when pulling data from ServiceNow, and these two items are largely redundant.

With the updated catalog, the business service field commonly used will be removed from the tool, leaving a couple of higher level categories and the current service offerings. In most cases, the replacement for a business service will be a service offering.

If no adjustments are made, these generated tickets will lack service information.

Email Ingestion Adjustments

Emails that generate tickets within ServiceNow will need to be adjusted on a case-by-case basis.

• The Service Management Office will make its best effort to identity the owners of email addresses that use the service field (the field being eliminated) so that necessary adjustments can be made.

APIs

• The Service Management Office will contact API users to let them know that service will no longer be used so that they can adjust their APIs if necessary.

Impact of Catalog Changes

The catalog is the foundation for many things in ServiceNow, so the catalog update will affect many processes and procedures. Use the links below for details:

• Penn State IT Service Catalog Update
• New Roles for Service Owners and Service Offering Managers
• Changes for Service Catalog Managers
• Improved Portfolio Management
• Penn State Alerts Improvements
• Reports, Dashboards, and Filters Changes
• Email Ingestion into ServiceNow Changes
• Changes to the Incident Form for Logged-In ServiceNow Users

Questions

If you have any questions, please contact the Service Management Office.